Alexandra Francis, PMP

Experience

• 

  Bank of America

  Jan 2010 - Oct 2016

  Customer Service Team Manager

  • Responsible for a team of 10-20 service associates that provided service fulfillment to clients• Managed escalated calls, research, and resolved complex client issues• Analyzed data, identified trends, set priorities, and provided feedback to leadership for improvement• Responsible for performance reviews of associates to assess strengths, coach on development needs, provide feedback, and present opportunities for growth within the organization

• 

  BluePrint Automation (BPA)

  Jan 2017 - Apr 2023

  • Project Manager for North and South America regions• Multiple projects valued over $1M in total• Developed and maintained revenue and project pipelines to drive results against revenue goals set by the executive leaders• Worked closely with the Field Service Managers to ensure all onsite services are scheduled promptly and billed properly• Compiled spare parts lists for all new production jobs to share with the customer to promote sales• Developed service contracts to promote onsite support and deepen relationships with clients• Managed a team of individuals to include Project Coordinators, Service Coordinators, and Engineers to ensure all clients’ needs were met above expectation Show less • Project Manager for the Aftermarket Services division which includes all upgrades and rebuilds handled in North and South America• Run multiple projects simultaneously with varying scope, timeline, and budgets ranging from $5,000 to $1M in total• Worked closely with the Engineering, Fabrication, and Logistics teams to ensure on-time delivery for all projects• Used both Traditional and Agile methodologies depending on the project at hand to ensure that the customer’s deliverables were met and successful• Tracked cost on all projects to maintain profit margin, mitigate risks, and provide change order requests as needed• Continued to complete all tasks of Service Coordinator role Show less • Responsible for all spare part order entries, quoting, and follow-up to ensure on time delivery for• all customers • Worked closely with the Engineering team to identify parts accurately on the customers behalf• to prevent any unnecessary loss in production for them• Maintained relationships with suppliers to ensure the cost for components was accurate• Responsible for scheduling Field Service Technicians for job installations, onsite support, and maintenance• Continuously reviewed priorities of the business to ensure that the customers were being taken care of in a timely fashion• Tracked all warranty costs to track trends on production jobs and identify areas of improvement Show less

  • Project Manager/Aftermarket Manager

    Jan 2022 - Apr 2023

  • Project Manager

    Jan 2019 - Jan 2022

  • Service Coordinator

    Jan 2017 - Jan 2019
• 

  Six S Partners Inc.

  Aug 2023 - now

  Project Manager